Technical Support Engineer

Who We Are; What We Do; Where We’re Going   Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.   Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.   With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.   If you think you would be the right person to join our team working towards this goal, we would love to hear from you! 

Role Overview

The Technical Support Engineer is an advanced individual contributor responsible for diagnosing and resolving complex customer issues that require deep technical investigation. The role owns support cases through resolution, strengthens team capability through mentoring and knowledge creation, and identifies recurring issues that can inform improvements to support processes, tooling, and product functionality.  

This position reports directly to the Manager, Customer Success and receives functional direction from the Director, Technical Support.

What You’ll Do

• Own complex cases from initial investigation through resolution, providing clear and timely customer communication while balancing speed, technical quality, and customer impact.
• Diagnose and resolve complex customer issues that lack documented solutions or require deeper investigation.
• Reproduce customer issues using test environments, logs, APIs, or diagnostic tools.
• Collaborate with Engineering, Product Management, and other internal teams to investigate defects, communicate customer impact, and support resolution of escalated issues.
• Create and update internal and customer-facing knowledge base articles.
• Onboard and mentor Technical Support Engineers, providing technical guidance on complex cases and investigative methods.
• Identify trends, recurring issues, and potential risks, and surface insights to leadership.
• Recommend improvements to processes, tools, and product functionality.
• Act as subject matter expert for specific product features or technical domains.

What We’re Looking For

• Post-secondary education in IT, Computer Science, Engineering, or equivalent practical experience.
• 3+ years of experience in a technical, customer-facing support role.
• Excellent verbal and written communication skills with a customer-first mindset.
• Strong troubleshooting skills across systems, integrations, logs, and workflows.
• Demonstrated ability to balance customer experience with technical rigor.

What Success Looks Like

• Customers have confidence in the support experience, even when issues are complex or take time to resolve.  
• High-impact cases progress with clear ownership, sound judgment, and appropriate urgency, without sacrificing the quality of the outcome.  
• Insights from support lead to fewer repeat issues and meaningful improvements in the customer experience, team practices, and product.  
• Other team members become more confident and self-sufficient when handling technically demanding cases.

Preferred Qualifications

• Experience with Magnet Forensics products or comparable digital forensics platforms. Successful candidates may be required to complete relevant Magnet certifications after hire.
• Professional fluency in written and spoken Arabic to support Arabic-speaking customers.
• Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge.

Working Conditions

• This role follows a Sunday-to-Thursday work week, with standard working hours of 9 am to pm Arabia Standard Time. Corresponding UK working hours vary between GMT and BST due to seasonal clock changes.
• This is a remote role based in the United Kingdom.  
• The position involves extended periods of computer-based work.
• Occasional work outside standard hours may be required to address critical customer issues.
• Occasional travel may be required for customer engagements, training, or team meetings.  

Compensation & Benefits

The Compensation range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you.      

Position Type:   New Position  

Magnet is proud to offer benefits such as:    - Generous time off policies  - Competitive compensation  - Volunteer opportunities   - Reward and recognition programs    - Employee committees & resource groups   - Healthcare and retirement benefits    Indicators of Success   We’re looking for someone who checks off most, but not all, of the boxes listed in “skills and experiences”.  It’s more important to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have “been there, done that”.  We want to be part of your development journey, and we’ll learn as much from you as you learn from us.    How We Work   At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you’re within a comfortable travel distance to one of our offices, you’ll occasionally join us in person. How often you’ll come in depends on your department and team needs, typically ranging from weekly to monthly. These in-person moments help us build stronger connections, spark new ideas, and celebrate our successes together. Most days, you can choose what works best for you, while staying in tune with your team’s goals.   We’re excited to welcome you to our team and look forward to achieving great things together - both in the office and wherever you work best!   The Most Important Thing   We’re looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences:   CARE – We care about each other and our mission to make a difference in the world. OWN – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect. DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect. EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work.   Here at Magnet Forensics, we are committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways.   Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contact aoda@magnetforensics.com should you require any accommodations.   All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.   US Applicants: Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.   Magnet Forensics handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.